Customer Success Manager - EMEA (EU)

Work with cutting edge AI technology, making the world a safer and more secure place. DroneShield (ASX:DRO) offers an opportunity to solve some of world’s most challenging technical problems in the rapidly growing counter-drone sector.

Our customers operate in some of the most challenging and high-stakes environments in the world, including military organisations, government agencies, airports, critical infrastructure operators, and law enforcement. Protecting airspace in these settings requires technology that performs under pressure and teams that understand what’s at stake. At DroneShield, employees work at the leading edge of counter-drone innovation, helping to address real-world security challenges as drone threats continue to evolve globally.

With one of the largest listed defence company market capitalisations in Australia, now part of the ASX200 index, DroneShield is experiencing a period of hypergrowth. Revenue has surged from A$57 million in 2024 to over A$217million in 2025, representing record profitability and cashflow. The total addressable global market for counter-drone is assessed at approximately $100 billion, and is currently at the nascent stage with much of the growth still to come, with DroneShield well positioned as a global market leader, and the only public listed pure-play business in this sector.

The company has grown from 11 employees in 2017 to over 450 staff globally today, and is on track to reach around 550 by the end of 2026. This expansion includes investment of over A$50 million annually in R&D, a global pipeline exceeding A$2.5 billion, and continuous scaling of production capacity to meet accelerating demand.

DroneShield’s European operations are anchored in Amsterdam, serving as a strategic hub supporting customers across the EU and broader region. The Amsterdam office plays a key role in strengthening regional partnerships, supporting customer engagements, and advancing DroneShield’s presence across European defence, security, and critical infrastructure markets. As demand for counter-drone capabilities continues to grow across Europe, the office supports localised engagement while contributing to the company’s broader global strategy.

About the role

We are looking for a Customer Success Manager (EMEA) to support DroneShield’s growing partner ecosystem across the region, while also engaging directly with selected strategic end customers where required. This is a partner-first, post-sales role focused on onboarding, partner enablement, renewals, customer lifecycle coordination, operational follow-through, escalation ownership, Salesforce discipline, and clear communication across internal and external stakeholders.

In this role, “partners” refers broadly to distributors, resellers, channel partners, integration partners, and other indirect sales or delivery partners within the DroneShield ecosystem.

The role report to Director of Channel & Distributor Management.

Responsibilities, Duties and Expectations

Act as the primary post-sales point of contact for assigned partners and selected strategic end customers across EMEA

Support onboarding, kick-off meetings, portal demonstrations, user training, account reviews, health checks, and renewal planning activities

Guide partners and customers through Access Portal setup, administrator access, user management, navigation, and ongoing portal adoption

Track software versions, subscriptions, entitlements, renewal dates, serial numbers, and lifecycle information

Proactively coordinate renewal activities, prepare renewal overviews, and maintain accurate renewal forecasts in Salesforce

Coordinate delivery updates, software updates, maintenance windows, RMAs, advanced replacements, return shipments, and repair lifecycle communications

Own post-sales escalations alongside the relevant Sales Director, identifying the right internal stakeholders and following through until resolution

Maintain accurate customer, partner, renewal, subscription, contact, activity, and account records in Salesforce

Identify partner, customer, renewal, or expansion opportunities and hand qualified opportunities over to Sales

Qualifications, Experience and Skills

3–5 years of relevant professional experience; 5–8 years is preferred

Experience in Customer Success, Partner Success, Account Management, Customer Operations, Sales Operations, or a similar customer-facing role

Experience working with partners, distributors, resellers, channel partners, or indirect sales models

Strong ability to manage post-sales relationships, coordinate across departments, and drive open actions to resolution

Hands-on CRM experience, preferably Salesforce, including customer records, renewals, activity tracking, account updates, and forecasting

Strong communication, organisation, problem-solving, stakeholder management, and follow-through skills

Commercial awareness with the ability to identify renewal risks and qualified expansion opportunities

Experience in high-growth technology, defence, security, government, critical infrastructure, telecommunications, aerospace, or software/SaaS environments is advantageous

Language, location and travel

Fluent English and fluent Dutch are mandatory

Spanish and/or additional European languages are preferred

Based in the Netherlands, within reasonable commuting distance of the Amsterdam office

Primarily office-based, with flexibility to work from home where appropriate.

Ability to travel across EMEA up to approximately 25%, subject to business needs

Comfortable working with global stakeholders across multiple time zones, including occasional early-morning or late-afternoon meetings with colleagues in Australia

Success criteria

Success in this role will be measured by strong partner and customer satisfaction, proactive renewal management, accurate Salesforce data, timely resolution of inquiries, clear ownership of post-sales actions, effective onboarding and portal adoption, and improved visibility across the customer and partner lifecycle.

Note for recruitment agencies: We do not accept unsolicited candidates from external recruiters unless specifically instructed.

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